Perhaps no one on earth is more synonymous with the term "MVP" than Michael Jordan.
His Airness won five season MVP Awards, along with an astonishing six NBA Finals MVP trophies. He is, for all practical purposes, the greatest basketball player of all time, with six championship trophies to bear.
He was asked once what it takes to be a champion.
“Talent wins games, but teamwork and intelligence wins championships,” Jordan said.
Teamwork and Intelligence undoubtedly play into our game plan to be the very best. Our game plan applies to every department, every role in the way we work together methodically, strategically down the stretch.
Without an MVP Game Plan, we’re five scattered players on the court, each with his or her own ideas and priorities. So what’s the game plan?
7 Components to our MVP Game Plan
1. Experience — Do we know our stuff?
Do we enthusiastically and actively engage customers with the entirety of experience and know-how we’ve learned over time? ...Do we continue to exhaustively canvass the technology landscape to offer customers the best-of-breed solutions, services, and best practices? Is our approach holistic in nature?
2. Training — In solving problems, are we “winging it?”
At Datamax, the answer should be a resounding “no.” Our investment in employee training is a core component to how we roll. Simply consider our Canon ATSP and Konica Minolta service awards as Example 1A.
3. Assessment — Are we presumptive about solutions?
Are we embracing Datamax Discovery, a cover-to-cover methodology of digging into a client’s landscape, an assessment of needs and the development of recommendations that are fundamentally in alignment with the core business objectives of customers? ... Do we continually preserve our reputation for maximizing the customer’s valuable technology budgets and technology results in the process?
4. Continuity — Do we continue to add value post sale?
Utilizing recurring Partnership Reviews (or QBRs), we can actively share best practices, thinking, and technology to ensure a level of operational continuity that protects and elevates their customer's businesses and business processes over time.
One example in this month’s Rave Review? Lee Wise introducing CommCare to a current client at a Partnership Review.
5. Responsiveness — Do we respond quickly, and the way they prefer?
Is our customer experience responsive and focused squarely on the client, or are we preoccupied with the next sale? ... We back our performance up with quantitative analytics that are easy to understand and meaningful to their customers – but are we sharing those numbers regularly?
6. Resolution — Are we equipped and ready to solve any issue?
We talk about it. But are we upfront, proactive and responsible for reporting all the details of any incident, situation, or challenge (or success)? ... Are we committed to resolving any issue on the very first call?
7. Accountability — Do we "OWN" our results?
Are we accountable for solution recommendations and proposals — maintaining unwavering conviction to every commitment we make? Every service ticket we pull? Every administrative call we facilitate?
Michael Jordan became associated with many slogans over the years, but the most memorable for many is the very singable “I wanna be like Mike” Campaign that started in 1991. We can be like Mike, sure. We can reach Most Valuable Partner status with those we serve.